Bon Secours Medical Group and Bon Secours Richmond Health System share a common vision for excellence.
To bring that vision to our employees, we enlisted the services of the best – the world-renowned Ritz-Carlton organization – to provide training sessions to reaffirm our commitment to excellence and to recognize our individual and collective "Call to Serve."
In March 2008, 5,000 of our more than 7,000 employees participated in interactive training exercises that helped us listen better to our patients, our physicians and to one another. We were so dedicated to this effort that sessions were repeated throughout nine days at different times, so employees of any shift could be accommodated.
We continued our partnership with Ritz-Carlton by inviting them back for a follow-up "Back to the Basics" session in fall 2008.
We also keep our Call to Serve fresh by intentionally sharing our mission and values with employees, patients, families and the community.
We initiated daily huddles and regular employee recognition to rally our teams and to spotlight achievements, encouraging each other to stay focused on service excellence in our healthcare ministry.
Also, as a result of the "Call to Serve" focus we developed three steps of service:
- A warm and sincere greeting. Use the person's name.
- Anticipation and fulfillment of each perso's needs.
- Seamless service for every person, every time.
Our operating principles are our commitments that distinguish both the services we provide, and the way we provide them. The following commitments are not simply business initiatives; they are unique practical expressions of the ways we are called to serve:
- Fostering a healthy work environment
- Building healthy communities
- Creating a culture of excellence
- Promoting holistic care
